New Mexico DOJ presses PNM on estimated electric bills
The New Mexico Department of Justice is pressing PNM to explain billing complaints from electric customers. Utilities Unit Director Mark Hayden sent a letter last week to PNM President Don Tarry seeking an explanation for the complaints.
The department said it received complaints about billing irregularities after PNM e-mailed customers to say it had to estimate monthly usage because of “unforeseen circumstances.”
PNM acknowledged the letter in a statement, saying it takes the concerns raised by customers and the Department seriously.
“We sincerely apologize 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 utility said.
PNM said customers who received estimated bills will be reconciled when an actual meter reading is obtained.
“We want to assure customers that have received estimated bills that those bills will be reconciled when an actual meter reading is obtained, thus ensuring customers pay only for the electricity they actually use,” the statement said.
The utility listed protections for affected customers, including no late fees or disconnections for nonpayment, payment extensions and flexible payment arrangements, and possible financial assistance through the Good Neighbor Fund.
Customers with questions can visit PNM.com/BillingQuestions or call 844-378-5792, Monday through Friday, 7:30 a.m. to 6 p.m.
