New Mexico DOJ presses PNM on customer billing complaints (61) Too long.
The New Mexico Department of Justice has asked PNM to explain billing complaints from customers who received estimated electric bills. NMDOJ Utilities Unit Director Mark Hayden sent a letter to PNM President Don Tarry last week seeking an explanation for the irregularities.
Hayden’s letter said the department received complaints about billing issues, including cases where customers were told by email that PNM had to estimate monthly usage because the utility could not get an accurate reading, citing “unforeseen circumstances.”
PNM issued a statement saying it had received the letter and takes the concerns seriously. The utility apologized to customers who experienced confusion and frustration tied to a meter reading staffing shortage.
“These shortages have caused some customers’ bills to be delayed or estimated,” PNM said. The company said estimated bills will be reconciled once an actual meter reading is obtained, “thus ensuring customers pay only for the electricity they actually use.”
PNM said it is not charging late fees or disconnecting service for nonpayment for customers affected by delayed or estimated bills. The company is offering payment extensions and flexible payment arrangements, and said financial assistance may be available through the Good Neighbor Fund for eligible customers.
Customers with questions can visit PNM.com/BillingQuestions or call 844-378-5792, Monday through Friday, 7:30 a.m. to 6 p.m.
