New Mexico DOJ presses PNM over estimated billing complaints
The New Mexico Department of Justice is pressing Public Service Company of New Mexico over complaints from customers who received electric bills based on estimated usage. Utilities Unit Director Mark Hayden sent a letter to PNM President Don Tarry last week seeking an explanation.
The letter follows complaints about billing irregularities. Some customers received an email from PNM stating the company had to estimate monthly usage because it could not get an accurate reading, citing “unforeseen circumstances.”
PNM issued a statement saying it takes the concerns raised by customers and the Department seriously. The utility apologized for the “confusion and frustration some of our customers experienced due to our meter reading staffing shortage.”
“These shortages have caused some customers’ bills to be delayed or estimated,” the statement said.
PNM said customers who received estimated bills will be reconciled when an actual meter reading is obtained. The company said affected customers will not be charged late fees or face disconnection for nonpayment, and that payment extensions and flexible payment arrangements are being offered. Financial assistance may also be available through the Good Neighbor Fund for eligible customers.
“Again, we apologize for the issues we have caused,” the statement said. “We want our customers to know we are working urgently to address the meter staffing challenges.”
Customers with questions can visit PNM.com/BillingQuestions or call 844-378-5792, Monday through Friday, 7:30 a.m. to 6 p.m.
