PNM says New Mexico meter reader shortage is fixed after overcharges

PNM says a shortage of meter readers that left tens of thousands of New Mexico customers with estimated or unusually high electric bills this summer has been resolved, with the utility catching up on overdue readings. Customers should not face further estimated bills or delays going forward, according to PNM spokesperson Eric Chavez.

“We’re continuing to work to fill those positions that are needed to be filled. What I can tell you is that we have essentially caught up on the meter reads that need to be caught up. So, we do not expect anybody to be estimated or for their meter read to be missed going forward,” Chavez said.

PNM told KRQE News on Thursday that the staffing shortage affected just under 150,000 customers statewide from mid-July to mid-September. The utility said it has been hiring more meter readers but did not say how many have been brought on.

Last month, PNM said about 20% of its more than half-a-million customers were affected.

The utility said customer bill disputes and calls about high bills are up about 3% from last year, though summer typically brings more such calls during peak energy use.

“We have opportunities for payment plans, for programs such as budget billing, and assistance through our good neighbor fund as well,” Chavez said.

The New Mexico Public Regulation Commission said it received complaints about the estimated meter readings, primarily from PNM’s Alamogordo customers starting in July.

The PRC said PNM initially reported to the state that customers should expect to see estimated bills through October. The commission said PNM has suspended late fees and disconnections for nonpayment for impacted customers, held a customer assistance fair in Alamogordo in August, and plans to hold a similar event in Albuquerque.

In a written statement, the PRC said PNM has “stabilized meter reading operations,” though customers may continue to see unusual bills through October. The commission said it is continuing to monitor the situation and will evaluate whether additional action is necessary.

Customers with questions or concerns about an estimated meter reading should first contact the utility. If a customer is unable to resolve the issue with the utility, they may contact the PRC at https://www.prc.nm.gov/consumer-relations/file-a-complaint/ or 1-888-427-5772 regarding available complaint procedures.