ā” PNM BILLING & SERVICE UPDATE ā HEREāS WHAT SOUTHERN NEW MEXICO CUSTOMERS NEED TO KNOW ā”
(Sorry in advance for the long, but important post).
Iāve been hearing from many constituents about unusually high PNM bills, so my office and I have been working directly with PNM leadership to get answers. Here is what I learned.
First: there was a significant meter-reading disruption in our region.
PNM told me approximately 8,000ā10,000 customers were affected after a sudden shortage of meter readers in late June into July. For roughly two to three weeks, PNM was unable to conduct normal meter reads for many customers in the Alamogordo, Tularosa, Ruidoso and surrounding areas.
As a result, some customers received delayed or multi-month bills rather than a normal monthly bill. Some billing periods stretched close to two months, which can make the total amount look shockingly high.
ā
PNM says longer billing periods are prorated. If your bill covers more than one month, your electricity usage should be allocated across the applicable billing periods and the usage-block thresholds adjusted accordingly ā rather than treating all of that electricity as though it were consumed during a single month.
š CHECK YOUR BILL
PAGE 1:
ā”ļø Look at your usage bar graph and compare the latest month with your previous months.
ā”ļø If PNM has corrected your bill, Page 1 should display a prominent āCorrectedā notice. If an adjustment is still being processed, it may not appear until your next statement or a corrected statement is generated.
ā”ļø If you received an estimated bill that doesnāt look right, take a clear photo of the current reading on your electric meter. Bring it to PNMās Alamogordo Payment Center or tomorrow eveningās event at the Inkwell Innovation Center so a representative can compare it with the reading on your account.
PAGE 3:
ā”ļø Check the number of days youāre actually being billed for.
ā”ļø Under Meter Reading Details, see whether your reading is listed as ACTUAL or ESTIMATED.
ā”ļø Check the meter number associated with your account. Meters are individually serialized, so a different meter number can also indicate that a meter was replaced.
ā”ļø Review how your electricity usage was divided among the different rate blocks.
If your usage suddenly jumped dramatically outside your normal history and there is no obvious explanation, ask PNM for a check read. If necessary, PNM can also pursue a meter exchange and test to determine whether the meter is accurately recording usage.
Iām going through this process myself. While reviewing my own account, I noticed an unusual jump in my usage that did not fit my historical pattern. I raised it with PNM during our discussion, and they are going to have someone check the meter and reading. If further review is necessary, they can replace the meter and test the existing one. I mention that simply because if something on your own bill seems unusual, it is worth asking questions and having PNM take a closer look.
PNM also told me:
š¹ Estimated bills are trued up once an actual meter reading is obtained. If an estimate was too high, the difference should be credited back to your account.
š¹ PNM is working to identify and reverse late fees assessed during the affected period beginning June 1. Those adjustments should appear as credits on affected accounts.
š¹ PNM halted disconnections in Alamogordo, Tularosa, Ruidoso and surrounding communities during the meter-reading problems.
š¹ If you received an unusually large multi-month bill and cannot pay it all at once, payment arrangements and deferments are available on a case-by-case basis.
š¹ PNM has established a dedicated email for billing questions and payment arrangements: [pafollowup@pnm.com](mailto:pafollowup@pnm.com)
š¹ PNMās current meters in our area generally provide a reading for the billing cycle ā not hour-by-hour or day-by-day usage data. More detailed smart-meter data is expected as PNM continues its grid-modernization rollout in southeastern New Mexico.
ā” WHAT ABOUT OUTAGES PEOPLE HAVE BEEN HEARING ABOUT?
I also asked PNM about recent reliability issues elsewhere in New Mexico.
In Rio Rancho, PNM reported a series of momentary outages in late June and early July. Its investigation identified issues including vegetation encroachment, wildlife contacting electrical equipment and a lightning arrestor that needed replacement. PNM says crews addressed those trouble spots and made equipment improvements.
In La Cienega, south of Santa Fe, customers experienced several sustained outages in late June and early July. PNM attributed those incidents to underground primary-cable failures and subsequent feeder problems. Customers were transferred to alternate feeders while repairs were made, and PNM later held a community meeting to explain what happened and the corrective work underway.
Those incidents are separate from the Alamogordo-area billing and meter-reading disruption, but I asked about them because I want to understand what PNM is seeing across its system and how the company is responding when regional problems arise.
š² WHAT ABOUT THE RATES?
PNM residential customers are on a tiered Rate 1A structure. June, July and August are considered summer months, and higher levels of electricity usage cost more during those months.
The current residential schedule includes an $11.93 monthly customer charge. The first 450 kWh is $0.0896783/kWh; the next 450 kWh is $0.1486546/kWh during summer; and additional summer usage is $0.1994661/kWh. Fuel adjustments, riders and applicable taxes can also appear on the bill.
You can review PNMās official Rate 1A schedule here:
[
pnm.com/documents/d/pnm.com/ā¦](
pnm.com/documents/d/pnm.com/ā¦)
š SPECIAL NUMBER FOR OUR REGION
PNM has established a dedicated number to prioritize customers in the Tularosa, Alamogordo and Ruidoso areas:
āļø 844-378-5792
And tomorrow, PNM expects to have approximately 20 representatives in Alamogordo to work directly with customers, walk through bills, explain charges, discuss payment arrangements and help resolve individual issues.
š PNM Customer Outreach & Assistance Event
š
Thursday, August 20
ā° 5:00ā8:00 p.m.
š Inkwell Innovation Center, 314 9th Street, Alamogordo
Representatives connected with the Good Neighbor Fund will also be there, and qualifying customers receiving programs such as LIHEAP, SNAP, or other such programs may be eligible for bill assistance.
Bring your current bill, previous bills or online usage history and ā if youāre questioning an estimated reading ā a clear photo of your current meter reading.
PNM also has local walk-in customer service available:
š Alamogordo Payment Center ā 650 Fairgrounds Road
Regular hours: Wednesdays and Thursdays, 9 a.m.ā4 p.m.
PNM has also added hours for ONLY this Friday, August 21, from 9 a.m.ā4 p.m.
š Ruidoso Office ā 1100 Mechem Drive
Mondays and Tuesdays, 9 a.m.ā4 p.m.
My office will continue working directly with PNM to get answers, connect constituents with the right people and make sure Southern New Mexicans have the information they need to resolve these billing and service concerns. If there are legislative or policy changes that can help improve the process, protect consumers or prevent similar problems in the future, I will continue working with PNM, the PRC and all relevant stakeholders to find solutions and bring answers back to our community. šŗšø