By Kevin Hendricks
Alamogordo residents came to Tuesday’s town hall carrying their PNM bills. Some were double their usual amount, some triple, and one topped $1,900. They wanted state regulators to explain how the utility arrived at those numbers.
The New Mexico Public Regulation Commission hosted the two-hour town hall at the Sgt. Willie Estrada Memorial Civic Center to hear from customers who received estimated or delayed bills after PNM ran short of meter readers this summer. More than a dozen residents spoke.
How it happened
PRC advocacy staff said PNM lost meter readers in Alamogordo to unexpected turnover. The utility moved readers down from Albuquerque and Santa Fe to cover the gap, which then created shortages in those cities. PNM estimated bills from past usage where it could. Customers without enough history got delayed bills.
Several residents said PNM then billed two months on a single statement, which pushed their usage into the highest-priced rate tier.
One resident said the family, which has five children and one income, received a $1,949.26 bill covering 62 days.
A 73-year-old lifelong Alamogordo resident said his monthly bill jumped from $70 to $172.
“I live on a fixed income,” he said. “It’s not fair.”
What officials say
A member of the PRC’s advocacy staff told the crowd that PNM has suspended disconnections and late fees for affected customers and is offering payment arrangements. Staff said the shortage is now resolved, but corrections to estimated bills may still appear on customers’ next few statements.
“We are not done investigating,” the staff member said.
Smart meters on the way
PNM announced last week it plans to begin replacing traditional electric meters with new smart meters later this year, allowing customers to monitor their energy use through the utility’s mobile app.
The digital meters will record energy consumption in near real time and update customers’ usage information daily. Through the app, customers will be able to track their electricity use, set usage limits and receive alerts as they approach those limits.
PNM said the technology could help customers better manage their energy costs and improve the utility’s response to power outages.
PNM expects the rollout to take about two years. Customers will not need to take any action to receive a smart meter.
The NMPRC is advising people they can contact its Consumer Relations Division to connect them with PNM through the informal complaint process. A formal complaint option is also available if issues cannot be resolved informally.
Got a bill that doesn’t add up?
Watch the town hall: https://www.youtube.com/watch?v=8Zo6AwiWqFA
PRC Consumer Relations: https://www.prc.nm.gov/consumer-relations/
Written comments to the PRC: PRC.Records@prc.nm.gov
Case filings: PRCe360 portal, case No. 26-0000147
NM Department of Justice: nmdoj.gov, (505) 490-4060