Payment Problems (FAQ)

If you have a question or problem with your VA education benefit payment, contact the VA directly at 1-888-442-4551 or submit a question through Ask VA.

When you call the VA: Write down the date, the name of the person you spoke with, and the response you received. If you receive inaccurate information that affects your benefits, our office will need these details to help document and report the issue.

If our office can assist — for example, providing confirmation that your enrollment was certified — contact us directly.

Common Payment Scenarios

The VA says I'm not eligible. What do I do?

Bring the ineligibility letter to the APSU Veterans Education Benefits office. Beyond actual ineligibility, common reasons for a VA ineligibility notification include:

Insufficient evidence of contribution to the GI Bill® or VEAP
Conflicting information about service dates
Failure of the Department of Defense to update eligibility information in its system
Incorrect chapter number listed on the application for benefits
A name change that makes it difficult for the VA to identify the veteran
Confusion when multiple family members use benefits simultaneously (for example, a parent and child with the same name)

Documents that may help resolve eligibility issues:

LES records showing all GI Bill® contributions made
Cash collection voucher showing proof of lump sum contribution
Copies of all DD-214s covering all periods of service
Proof of name change (such as a marriage certificate showing both names)

Note: The VA does not actually determine your eligibility — it interprets and acts upon eligibility information maintained by the Department of Defense. Ultimately, it is the DoD that verifies or denies your eligibility. The VA communicates that determination to you. If you believe the information DoD has on file is incorrect, the issue may need to be resolved with DoD directly.

Why haven't I been certified yet?

Certification is how our office notifies the VA that you are enrolled and requesting payment. You must submit a Certification Request Form (CRF) every term to be certified. Allow our office 10 working days to process your paperwork after you submit the CRF. Failure to submit requested documents can result in delays or termination of certification.

Request Certification (CRF)

I haven't been paid yet. Where's my money?

Start by confirming:

Did you submit your CRF for this term?
How long ago were you certified?

VA payment processing takes longer during the fall semester — the highest enrollment period nationwide — and for initial or new claims. If it has been more than a few weeks since certification, contact the VA at 1-888-442-4551 or through Ask VA.

When I do get paid, will I get back pay?

Yes. Late payments are retroactive to the first day of the term.

The VA says I'm only half-time, but I'm a guest student at another school. I should be getting full-time payment.

When was the transient enrollment certified? Allow the VA time to process the second enrollment from the secondary school and add the two training times together before contacting us about a payment discrepancy.

My payment reflects three-quarter time enrollment, but I've added a class and I'm now full time.

Changes in enrollment — drops, adds, and withdrawals — should be reported to the APSU Veterans Education Benefits office within 5 working days. Did you notify our office of the added class? If so, allow both our office and the VA time to process the adjustment before expecting the updated payment amount.

What time period does my current payment cover?

Contact the VA directly at 1-888-442-4551 or through Ask VA to get a breakdown of what your payment covers.

I'm no longer on active duty, but I'm still receiving tuition and fees only. When will I get my full benefits?

When did you separate (ETS)? Did you provide our office with a copy of your DD-214?

When you separate from active duty, it is the Department of Defense's responsibility to update your duty status in the system the VA uses to process benefit payments. That update can take up to 90 days. Providing our office with a copy of your DD-214 (member 4 copy) can help expedite the conversion of your benefit to off-duty pay. In general, allow the VA 30–60 days to adjust your payment after the DD-214 is received.

I called the VA and they said my school hasn't submitted my enrollment certification.

This may or may not be accurate. Most certifications are submitted to the VA electronically and our office receives instant verification of receipt. It can take 1–2 weeks for the VA to acknowledge receipt of certification documents in their system — VA phone representatives may not be able to verify receipt on the spot.

If you want confirmation that your enrollment was certified, contact our office and we can provide it upon written request.

I can't get through to the VA by phone. Can your office call on my behalf?

No — we experience the same wait times calling the VA. The fastest alternative is to submit your question through Ask VA, where you can track the status of your inquiry.

I've received an overpayment letter. What do I do?

Respond to the overpayment letter within 30 days. Appeal procedures are included in the letter. If you know you are at fault for the overpayment, you may either pay the VA directly or request that the amount be deducted from future benefit entitlement.

See Attendance & Enrollment Changes if your overpayment resulted from a drop, withdrawal, or non-attendance grade.

Why didn't I receive a payment during a break between terms?

Effective August 1, 2011, the VA no longer pays education benefits for break periods between terms.