Advocacy Staff urges Commission to authorize formal investigation into recent PNM billing issues
Petition seeks to provide answers on estimated bills, possible overcharges, and safeguards to prevent future disruptions
The Public Interest Advocacy Staff of the New Mexico Public Regulation Commission (NMPRC or Commission) has asked the Commission to authorize a formal investigation into Public Service Company of New Mexico’s (PNM) use of estimated and delayed bills this past summer, an issue that appears to have stemmed from a shortage of meter readers. Customers have reported that this problem has led to unexpected and severe spikes in electric bills across PNM’s service territory.
Staff is seeking authority to conduct a thorough review of the causes of the widespread billing problems, determine whether customers were overcharged, assess PNM’s compliance with all applicable legal requirements, and identify what actions the Commission should take to prevent similar issues in the future.
To carry out the investigation, Staff is proposing:
- Independent Meter Testing: Testing a statistically significant sample of meters in Alamogordo and Ruidoso—the areas hit hardest by the meter-reading shortages.
- Formal Review of Billing Records: Using Commission authority to obtain PNM’s billing data and verify whether the company followed the rules for adjusting charges when bills are estimated or delayed.
- Public Transparency: Providing monthly updates and a final public report with findings and recommended actions.
Staff’s petition comes after a September 29 town hall in Alamogordo, where residents described significant financial stress caused by estimated bills. Some customers reported bills as high as $1,700 or large spikes in charges after months of estimated or delayed billing.
Given these concerns, and although PNM has cooperated with earlier inquiries, Staff has determined that customers across New Mexico affected by this situation deserve comprehensive answers.
Background on PNM’s Meter‑Reading Shortages
On July 20, 2026, PNM told the Commission that staffing shortages in Alamogordo and Ruidoso could result in more than two months of estimated bills. By August 28, after the problem spread statewide, Staff met with PNM officials, who explained that the shortages were caused by a shift to temporary staffing in preparation for automated meters, along with unexpected turnover and field challenges. During this period, PNM suspended late fees and disconnections, offered payment plans to affected customers, and restored normal meter‑reading operations across its service area by mid‑September.
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