| STUB-MT9S5W3S opened 11d ago | — | encumbrance Student is experiencing an encumbrance that is blocking their enrolment before the Friday deadline, despite making a bank transfer payment last week. The chatbot escalated the issue because it lacks system access to locate the payment and remove account blocks. | urgent | New | Frustrated | unassigned | 11d ago |
| STUB-DEMO-002 opened 125d ago | Lim Wei Jun 32504871 | encumbrance Student Lim Wei Jun (ID: 32504871) is facing an account encumbrance that prevents exam registration for exams starting this Monday, despite having made payment two weeks ago. The automated chatbot could not view student account ledgers or verify transaction status to lift the block internally. | urgent | In progress | Angry | unassigned | 19d ago |
| STUB-DEMO-001 opened 125d ago | Aisyah Binti Razak 32918274 | refund 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 | 125d ago |
| STUB-DEMO-004 opened 127d ago | Tan Mei Ling 32602148 | payment-plan 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) | 127d ago |
| STUB-MT9S6FC2 opened 11d ago | — | payment-plan The student missed their tuition fee deadline due to unforeseen family income loss, incurred a late fee, and is seeking hardship assistance and a direct consultation. The enquiry was escalated because assessing hardship documentation, approving payment extensions, and arranging callbacks require manual Finance officer intervention. | normal | New | Neutral | unassigned | 11d ago |
| STUB-MT9S65NC opened 11d ago | — | refund The student is inquiring about tuition fee refund eligibility and academic record implications when withdrawing from a unit. The bot provided general rules and census dates for upcoming teaching periods, but requires the student's specific unit and teaching period details to confirm exact deadlines and fee adjustments. | normal | New | Neutral | unassigned | 11d ago |
| STUB-MT9S5HZ0 opened 11d ago | — | invoice The student is requesting to have their tuition e-invoice issued under their father's company name and Tax Identification Number (TIN) rather than under the student's personal details. The ticket was escalated because updating tax details and setting up third-party corporate sponsor billing requires manual verification and processing by the Finance team. | normal | New | Neutral | unassigned | 11d ago |
| STUB-MT9S5A4S opened 11d ago | — | discount An offer holder is inquiring about their first-semester tuition fee amount, payment deadline, and how to manage payment while awaiting a pending scholarship outcome. The conversation was escalated to provide official guidance on managing upcoming fee deadlines and options such as fee instalment plans or extensions before scholarship confirmation. | normal | New | Neutral | unassigned | 11d ago |
| STUB-MSZ0RD57 opened 19d ago | — | refund Student: Yes
Assistant: Which teaching period is your child enrolled in, or is there anything else you'd like to check regarding the process?
Student: That didn't quite answer my question. Could you re-search the knowledge base and try a different angle?
Assistant: If you are asking about **how the money is paid back and whether it goes directly to you as a parent**, here is how the refund process works [1]:
### 1. Who receives the refund?
* **Credit Card Payments (past 12 months):** The refund can be returned directly to the same credit card used to make the original payment, or to a student's nominated bank account [1].
* **Nominated Beneficiary (Parent's Account):** Refunds can be paid to a nominated party (such as a parent) via Electronic Funds Transfer (EFT) or telegraphic transfer, provided the student submits a request with the relevant bank account details and accepted supporting documents [1].
* **Sponsored Students:** If the tuition fees were paid by a registered third-party sponsor, the refund is returned directly to that sponsor [1].
---
### 2. Steps to get the refund:
1. **Submit Course Discontinuation:** The student must first formally submit and be approved for course discontinuation (simply stopping attendance does not count as a formal withdrawal) [1].
2. **Submit a Refund Request:** Once discontinuation is approved, the student submits a refund request via the Monash University Malaysia student online forms portal [1].
3. **Processing Time:** Approved refunds are typically processed and paid within **four weeks** of receiving the written request [1].
Does that give you the specific information you were looking for?
Sources:
[1] Student Fees Refund Procedure — https://publicpolicydms.monash.edu/Monash/documents/1909252
Student: That didn't quite answer my question. Could you re-search the knowledge base and try a different angle?
Assistant: To look at this from every angle:
### 1. Can the money be refunded directly to you (the parent)?
**Yes.** While the formal discontinuation and refund application must be submitted through the student's portal, the refund does not have to go to the student’s personal account [1]:
* **Card payments:** If you paid by credit card within the last 12 months, the refund can be credited directly back to the original card [1].
* **Bank transfer:** The student can nominate your bank account (a third party/parent) for an Electronic Funds Transfer (EFT) by providing your bank account details in the refund request form [1].
* **Sponsored/EPF:** If paid by an official sponsor, funds are returned directly to the sponsor [1].
---
### 2. How much will actually be refunded?
* **Full refund (less RM2,000 admin charge):** If your child is a new student and gives more than 4 weeks’ notice before the semester starts [1].
* **50% of tuition retained:** If they are a new student giving less than 4 weeks’ notice before the semester starts but prior to the Census Date [1].
* **Tuition carried forward / refunded:** If they are a continuing student discontinuing prior to the Census Date [1].
* **0% refund:** If they withdraw **after** the Census Date, or stop attending without submitting a formal discontinuation form [1].
* **Non-refundable fees:** General administrative fees (such as registration and application fees) are non-refundable [2].
---
### 3. Special / Extenuating Circumstances
If they are dropping out due to unforeseen medical, personal, or family reasons (e.g., unexpected severe illness), an application for a full refund or debt remission can be assessed by the Senior Finance Manager with supporting documentation, even after standard deadlines [1].
---
If your child is facing a specific situation (such as a medical reason, EPF withdrawal, or scholarship) or if you'd like me to connect you with the Finance Helpdesk team to check their fee account directly, let me know!
Sources:
[1] Student Fees Refund Procedure — https://publicpolicydms.monash.edu/Monash/documents/1909252
[2] FAQ - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/faq A parent is asking whether tuition fees can be refunded directly to them if their child discontinues their studies. The automated bot provided general policy excerpts repeatedly without addressing the parent's specific account context. | normal | New | Neutral | unassigned | 19d ago |
| STUB-MSSGH9VE opened 23d ago | — | other Student: hi
Assistant: Hi there! How can I help you today with your Monash Malaysia finance questions? Let me know what's on your mind — whether it's fees, reading your statement, SST, refunds, or key dates.
Student: forms?
Assistant: Are you looking for a specific finance form?
Most finance requests and submissions at Monash University Malaysia are handled online through the Finance Helpdesk [1]:
- **Submitting proof of payment:** If you paid via bank transfer, direct bank-in, or ATM deposit, you submit your payment advice through the Finance Helpdesk portal [2].
- **Refund requests:** Written applications or enquiries for fee refunds are submitted for review by the Finance team [3].
- **E-Invoice requests or questions:** Inquiries or updates regarding your e-invoices are submitted under the E-Invoice section of the Finance Helpdesk [4].
- **Course application forms:** Prospective students can access admissions forms on the Monash application portal [5].
Could you let me know which form or process you need help with?
Sources:
[1] Reading your fee statement - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/reading-your-fee-statement
[2] 🏦 Online Banking / ATM Cash Deposit / Bank Transfer / Direct Bank In - Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods/over-the-counter2
[3] Student Fees Refund Procedure — https://publicpolicydms.monash.edu/Monash/documents/1909252
[4] E-Invoicing - Finance — https://www.monash.edu.my/finance/e-invoicing
[5] Fee payment methods - Monash University Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods
Student: do you accept cheque?
Assistant: Yes, cheque payments are accepted via Direct Bank-In to HSBC Bank Malaysia Berhad [1].
Here are the account details to use for the deposit:
- **Beneficiary Name:** Monash University Malaysia Sdn Bhd [1]
- **Beneficiary Bank:** HSBC Bank Malaysia Berhad [1]
- **Beneficiary Account Number:** `001820` followed by your **8-digit Student ID number** (each student has a unique direct bank-in account based on their ID) [1]
Once you have deposited the cheque, make sure to submit your deposit slip or payment advice via the Finance Helpdesk so the team can verify and credit it to your account [2].
*(Note: Due to bank system limitations, HSBC account holders are advised to use JomPAY instead [1].)*
Does that help, or do you have any other questions about paying your fees?
Sources:
[1] Fee payment methods - Monash University Malaysia — https://www.monash.edu.my/finance/fees/payment-methods2
[2] 🏦 Online Banking / ATM Cash Deposit / Bank Transfer / Direct Bank In - Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods/over-the-counter2 The student enquired about available finance forms and whether Monash accepts cheque payments. The chatbot explained the direct bank-in cheque procedure via HSBC, and the ticket is now with an officer to confirm if any further assistance or specific forms are required. | normal | New | Neutral | unassigned | 23d ago |
| STUB-MSSGH9PO opened 23d ago | — | other Student: hi
Assistant: Hi there! How can I help you today with your Monash Malaysia finance questions? Let me know what's on your mind — whether it's fees, reading your statement, SST, refunds, or key dates.
Student: forms?
Assistant: Are you looking for a specific finance form?
Most finance requests and submissions at Monash University Malaysia are handled online through the Finance Helpdesk [1]:
- **Submitting proof of payment:** If you paid via bank transfer, direct bank-in, or ATM deposit, you submit your payment advice through the Finance Helpdesk portal [2].
- **Refund requests:** Written applications or enquiries for fee refunds are submitted for review by the Finance team [3].
- **E-Invoice requests or questions:** Inquiries or updates regarding your e-invoices are submitted under the E-Invoice section of the Finance Helpdesk [4].
- **Course application forms:** Prospective students can access admissions forms on the Monash application portal [5].
Could you let me know which form or process you need help with?
Sources:
[1] Reading your fee statement - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/reading-your-fee-statement
[2] 🏦 Online Banking / ATM Cash Deposit / Bank Transfer / Direct Bank In - Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods/over-the-counter2
[3] Student Fees Refund Procedure — https://publicpolicydms.monash.edu/Monash/documents/1909252
[4] E-Invoicing - Finance — https://www.monash.edu.my/finance/e-invoicing
[5] Fee payment methods - Monash University Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods
Student: do you accept cheque?
Assistant: Yes, cheque payments are accepted via Direct Bank-In to HSBC Bank Malaysia Berhad [1].
Here are the account details to use for the deposit:
- **Beneficiary Name:** Monash University Malaysia Sdn Bhd [1]
- **Beneficiary Bank:** HSBC Bank Malaysia Berhad [1]
- **Beneficiary Account Number:** `001820` followed by your **8-digit Student ID number** (each student has a unique direct bank-in account based on their ID) [1]
Once you have deposited the cheque, make sure to submit your deposit slip or payment advice via the Finance Helpdesk so the team can verify and credit it to your account [2].
*(Note: Due to bank system limitations, HSBC account holders are advised to use JomPAY instead [1].)*
Does that help, or do you have any other questions about paying your fees?
Sources:
[1] Fee payment methods - Monash University Malaysia — https://www.monash.edu.my/finance/fees/payment-methods2
[2] 🏦 Online Banking / ATM Cash Deposit / Bank Transfer / Direct Bank In - Malaysia — https://www.monash.edu.my/study/apply/application-form/fee-payment-methods/over-the-counter2 The student enquired about available finance forms and whether Monash accepts cheque payments. The chatbot provided instructions on depositing cheques via HSBC Direct Bank-In, and the ticket was escalated to confirm if any further assistance or specific form is needed. | normal | New | Neutral | unassigned | 23d ago |
| STUB-MSSFZ5RL opened 23d ago | — | | normal | New | Neutral | unassigned | 23d ago |
| STUB-MSSFHUM4 opened 23d ago | — | | normal | New | — | unassigned | 23d ago |
| STUB-MSSFHHT6 opened 23d ago | — | | normal | New | — | unassigned | 23d ago |
| STUB-MRELGSF7 opened 58d ago | — | Student: Attached are my acceptance form and bursary letter. Please issue the new invoice with the RM5000 waiver.
Assistant: Thanks for getting in touch. I understand you want an updated fee statement that shows your RM5,000 waiver.
I can't see the attachments you've sent, and I don't have access to individual student accounts to issue a new statement.
However, I can explain the usual process for this. It's very common for waivers and bursaries not to appear on your fee statement until after the semester's census date [1, 2].
In the meantime, you are meant to simply deduct the RM5,000 from the total amount shown on your current statement and pay the remaining balance [1]. The system will be updated later to reflect the waiver officially.
If you'd still like our team to formally review your documents and confirm this, I can escalate your request to the Finance Helpdesk. They can check that the bursary is correctly recorded for your account.
Would you like me to do that, or does deducting the amount yourself work for you?
Sources:
[1] Reading your fee statement - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/reading-your-fee-statement
[2] E-Invoicing - Finance — https://www.monash.edu.my/finance/e-invoicing
Student: Hello..I would like to ask whether the semester fees should only be paid fully by tgis month or can we pay up the amount separately? If we pay up the amount separately so how much would it be for each payment and how often?
Assistant: Hey there. That's a great question, and yes, you do have an option to pay your tuition fees separately instead of all at once.
While the standard rule is that fees must be paid in full at the start of the semester [1], you can apply for a Tuition Fee Instalment Payment Plan [2].
This plan splits your *tuition fees* into three separate payments over the semester [2]. Here's how it's structured:
* **1st Instalment:** 50% of your tuition fee
* **2nd Instalment:** 25% of your tuition fee
* **3rd Instalment:** 25% of your tuition fee
The specific due dates for these payments depend on the semester [2]. For example, for Semester 1 in 2026, the dates are in March, April, and May [2].
A couple of important things to know:
* This plan is only for your tuition fees. Other charges like the general amenities fee must be paid in full with the first instalment [2].
* There's an administration fee of RM100 for each instalment payment [2].
This isn't an automatic process; you need to apply for it online. You can find the details and the application link on the Instalment Payment Plan page [2].
Does that give you a clear idea of how it works?
Sources:
[1] FAQ - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/faq
[2] Instalment Payment Plan - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/financial-support/installment-payment-plan
Student: I have received an email about an outstanding fee sent on the 15th of july and it states an amount of RM 789. I want to know if this outstanding amount is for the insurance? And this email was sent on the 15th of july but unfortunately i was in my home country for vaccation and i had missed this email. I would like for you'll to hold on my account being encumbered by the 10th of july and give us more time to pay it since i saw the email late as well.
Assistant: I can understand why getting an overdue fee notice, especially when you were away, would be stressful. It's good that you've reached out straight away.
First, I can't access your individual student account, so I can't confirm exactly what that RM 789 charge is for, though insurance fees are in that range. For the same reason, I'm not able to grant a payment extension or put a hold on any encumbrance actions myself.
However, I can tell you the process and get this in front of the right people who *can* help.
When a student doesn't pay their fees by the due date, a late payment fee of RM100 is typically charged, and if the fee remains unpaid, the student's account gets encumbered [1]. This can affect your access to things like the library and your exam results [1].
The most important thing to do when you're having difficulty paying is to contact the university immediately [1]. The team that can help you with this is the Finance Helpdesk. They have access to your account and are the only ones who can discuss payment options and extensions [1].
The best next step is for me to escalate your request directly to them. I can pass on your message, explaining that you missed the email while you were away and that you're asking for more time to pay. They can then look at your account, clarify the charge, and get back to you with your options.
Would you like me to go ahead and escalate this for you?
Sources:
[1] FAQ - Finance, Monash University Malaysia — https://www.monash.edu.my/finance/faq | normal | New | — | unassigned | 58d ago |
| STUB-MOS8O9D7 opened 124d ago | — | | normal | New | — | unassigned | 124d ago |
| STUB-DEMO-005 opened 125d ago | David Chong 32811733 | invoice 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 | 125d ago |
| STUB-DEMO-003 opened 126d ago | Priya Sundaram 32711265 | discount 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) | 126d ago |
| STUB-MSSH5FJQ opened 23d ago | — | other The student submitted a vague query asking generally for 'forms' without providing any context. The bot asked for clarification regarding the specific form needed, but no further details were provided before escalation. | low | New | Neutral | unassigned | 23d ago |