Admin Escalations

Escalations

Conversations the AI handed off to a finance officer.

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6 tickets

	Ticket	Student	Issue	Priority	Status	Sentiment	Assignee	Updated
	STUB-DEMO-002 opened 63d ago	Lim Wei Jun 32504871	encumbrance Encumbrance on account is blocking exam registration. Claims fees were paid 2 weeks ago. Exams start Monday. Student paid fees 2 weeks ago but encumbrance still active, blocking exam registration with exams starting in 3 days. Possible payment-reference mismatch.	urgent	In progress	Angry	unassigned	62d ago
	STUB-DEMO-001 opened 63d ago	Aisyah Binti Razak 32918274	refund Withdrew from MUM in week 3, refund still not processed after 6 weeks. Wants timeline + escalation. Student withdrew on 14 Mar 2026, refund approved (per their account) but no funds received as of today (~7 weeks). Cites financial hardship for next semester. Frustration escalating.	high	New	Frustrated	unassigned	63d ago
	STUB-DEMO-004 opened 65d ago	Tan Mei Ling 32602148	payment-plan Family lost income recently; requesting installment plan for current semester (~MYR 18k). Already missed first reminder. Student requesting instalment plan due to family income loss. Already past first reminder — risk of late fee. Needs hardship documentation review and possibly late-fee waiver.	high	Waiting	Frustrated	Hafiz (Senior Officer)	65d ago
	STUB-MOS8O9D7 opened 61d ago	—	Student: What is my fees Assistant: I can't look up individual student accounts to check your specific fee balance. That's private information and I don't have access to it. However, I can escalate this to the Finance helpdesk team. They can securely check your account and let you know your current fees. Would you like me to do that?	normal	New	—	unassigned	61d ago
	STUB-DEMO-005 opened 63d ago	David Chong 32811733	invoice EPF withdrawal under Akaun II for tuition — needs an official invoice in his name with the EPF wording. Student needs an EPF-format tuition invoice for Akaun II withdrawal. Standard request — generate from SAP, post to student portal or email PDF.	normal	New	Neutral	unassigned	63d ago
	STUB-DEMO-003 opened 63d ago	Priya Sundaram 32711265	discount Sister also enrolled at MUM — wants to apply for sibling discount. Asking about eligibility and required documents. Returning student (Y2) has an incoming sister (July intake). Routine sibling discount enquiry — needs eligibility confirmation, current % and form.	normal	In progress	Neutral	Nurul (Finance Officer)	63d ago

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