Common Call Scenarios & Quick Responses

This Knowledge Base article provides agents with quick-reference guidance for addressing the most common student and parent inquiries.

Quick Reference: Common Topics & KB Links (iTOD internal use)

After you identify the call type and verify program enrollment, use the chart below to quickly navigate to the related KB article. All departments are open Monday through Friday, 8:00 am to 5:00 pm EST (excluding holidays and weekends).

Department	Issue Type	Contact
Student Accounts (iTOD)	Billing questions, refund timelines, payment plan setup, TouchNet access issues, 1098-T (tax form) & questions, tuition breakdowns, tuition charged, Tuition waivers, Payment options and issues, Schedule Cancellation, Registration Holds, Collections, Title IV authorization	iTOD services as Appalachian State University Student Accounts. Student Accounts: [phone] Email: [e-mail] Level-2: (828) 262 – 5353 *Level-2 is an internal number only DO NOT provide to callers. If you reach Level 2's voicemail, please let the caller know to leave a voicemail with their contact information. Someone will return their call within 24-48 hours, excluding weekends and holidays.
University Housing	Room assignments, move-in dates, residence hall questions, housing application status, housing rates, housing amounts charged	[phone] Email: [e-mail] Website: housing.appstate.edu
Financial Aid	FAFSA status, loan disbursements, verification requirements, scholarship eligibility, financial aid amounts posted, private loan information, private scholarships	[phone]  Veteran Affairs: 828-262-2722 Email: [e-mail] Website: financialaid.appstate.edu
Campus Dining	Meal plans, meal plan charges	[phone] Email: [e-mail] dining.appstate.edu
Campus Bookstore	Book rental charges, book rental opt-out program	[phone] Email: [e-mail] Website:campusstore.appstate.   edu/
AppCard	Express account, AppCard questions	[phone] Email: [e-mail] Website: appcard.appstate.edu
Parking & Traffic	Parking fines, parking permits and amounts charged	[phone] Email: [e-mail] Website: parking.appstate.edu
Health Services	Health services charge, medical insurance charges, medical insurance waivers	[phone] Email: [e-mail] Website: https://healthservices.appstate.edu/insurance
NC Residency Determination	Residency determination, out of state charges vs in-state charges based on RDS determination	[phone] Email: [e-mail] Website: ncresidency.cfn.org/residencyinfo/contact
Registrar's Office	Enrollment & Registration, Student Records, Transcripts, and Graduation.	[phone] Email: [e-mail]

Note: If the issue is not listed, inform Dymond or Zee via email/Teams. Additionally, utilize Appalachian State's website as a resource at appstate.edu.

Student Accounts Office Hours

Monday-Friday (Appstate)	8:00am-5:00pm EST
iTOD Support (internal hours only, do not tell the caller)	24 Hours
Contact	[phone] [e-mail]