New Mexico DOJ questions PNM over estimated billing complaints
The New Mexico Department of Justice is questioning PNM over billing complaints from electric customers across the state. NMDOJ Utilities Unit Director Mark Hayden sent a letter to PNM President Don Tarry last week seeking an explanation for complaints about billing irregularities.
The complaints included customers who received an email from PNM saying the utility had to estimate monthly usage because it could not get an accurate reading, citing “unforeseen circumstances,” according to the NMDOJ.
PNM issued a statement saying it received the letter and takes the concerns seriously. The utility apologized to customers affected by what it described as a meter reading staffing shortage.
“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,” PNM said in the statement.
PNM said customers who received estimated bills will be reconciled when an actual reading is obtained, ensuring customers pay only for the electricity they use.
The utility said it has placed protections on affected customers, including no late fees and no disconnections for nonpayment. PNM said it is also offering payment extensions and flexible arrangements, and that financial assistance may be available through the Good Neighbor Fund for eligible customers.
“Again, we apologize for the issues we have caused. We want our customers to know we are working urgently to address the meter staffing challenges,” PNM said.
Customers with questions can visit PNM.com/BillingQuestions or call 844-378-5792, Monday through Friday, 7:30 a.m. to 6 p.m.
