PNM Answers Some Questions, But Alamogordo Citizens Seek More Clarity from Planned Thursday Meeting

Public Service Company of New Mexico (PNM) will host a community outreach event this Thursday, August 20th, from 5 p.m. to 8 p.m. at the Inkwell Innovation Center, offering customers a chance to get direct answers about the billing crisis that left thousands facing unexpectedly high electricity charges.

The company has released answers to several key questions about the situation, but frustration continues to mount among residents who experienced dramatic increases in their bills. Tularosa’s Mayor claims her electricity bill skyrocketed from a few hundred dollars to well over a thousand dollars—a story echoed by other affected customers across Alamogordo and surrounding communities.

What Went Wrong

The billing problems stemmed from an unexpected staffing shortage at PNM in July. According to the company, several meter readers left within a few weeks, leaving the Ruidoso, Alamogordo, and Tularosa area with just one meter reader by July 10th. Rather than have customers wait for actual meter readings, PNM began using estimated readings based on previous usage patterns.

PNM brought in trained employees from other parts of the state to stabilize operations while filling the open positions, which the company says were completed by the first week of August.

The Delayed Communication Problem

PNM acknowledges a critical communication failure. Notifications to customers came roughly two weeks after estimations began.

“While we were working through all the steps on our end, we missed an opportunity to communicate early and often,” the company stated in its response to customers.

The staffing shortage affected thousands: 8,047 customers in Alamogordo received multi-month bills, with 8,764 affected accounts total in the region.

What PNM Says Now

In response to customer concerns, PNM has provided the following information:

On billing accuracy: PNM states that once actual meter readings resumed, its billing system automatically adjusted any differences between estimated and actual usage. Customers should only be charged for electricity they actually used, the company says.

On explanations: Affected customers received direct communications explaining how block rate calculations were applied to their bills. However, PNM acknowledges that information may not have been clear enough for all customers.

On staffing: All vacant meter reader positions have been filled, and PNM says it does not expect any more billing delays or estimated meter reads due to staffing shortages in this area.

Questions Remain

While PNM has addressed several inquiries, many residents remain concerned about the accuracy of their bills and the methodology behind the estimates. The company’s explanation of block proration—the method used to calculate charges during the multi-month billing periods—continues to be a point of confusion for some customers.

Attend Thursday’s Event

PNM representatives will be at the Inkwell Innovation Center on Thursday, August 20th, from 5 p.m. to 8 p.m. to speak directly with customers. Those with questions about their bills or concerns about the billing methodology are urged to attend.

Customers can also visit PNM’s payment center during regular business hours for assistance.

For more information, contact PNM Corporate Communications at 505-241-2794 or Eric.Chavez2@txnmenergy.com.

More News from Alamogordo

• From Office of the Mayor: Alamogordo Capital Projects Moving Forward: Major Infrastructure Improvements Planned for 2026-2027 Update from the Alamogordo City Office of Mayor Sharon McDonald
• Albertsons Issues Massive Recall of 59 Products Over Salmonella Risk Albertsons recall…