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ALAMOGORDO — Residents packed a city-hosted town hall to tell state utility regulators that their PNM electric bills doubled, tripled and in some cases topped $1,000 this summer, and to demand a formal investigation and an independent test of the utility's meters.
The New Mexico Public Regulation Commission (PRC) sent Commissioner Greg Nibert, its public advocacy staff, its chief of staff and its public information officer to hear complaints about July and August 2026 bills. Mayor Sharon McDonald opened the session, noting the city itself has no role in PNM billing but wanted to give residents a forum.
PRC advocacy staff told the crowd the problem traces to a shortage of meter readers that led to estimated and delayed bills, and said their review is not finished. "We are not done investigating," one staff attorney said.
What went wrong, according to regulators
PRC advocacy staff said PNM shifted personnel ahead of a planned rollout of smart meters, which will not need to be read in person, and then saw unexpected turnover. That left Alamogordo short of meter readers this summer.
PNM moved readers in from Albuquerque and Santa Fe, which created shortages elsewhere. Staff said the problem started in Otero County but spread across PNM's service territory. They said they have been told readings are now back on schedule.
Customers with usage history received estimated bills based on past consumption. Customers PNM could not estimate for got delayed bills, sometimes covering two months at once. Staff said the delayed bills were one reason for the spikes, "but probably not the only" one.
Staff also said a two-stage rate increase approved by the PRC took effect in summer 2025 and April 2026. They said they did not recognize a 27 percent figure cited by one resident, but conceded the increase "was not adequately communicated" to the community.
On speculation about private equity firm Blackstone, staff noted the firm is seeking to buy PNM but does not own it, and that the sale requires commission approval.
Residents describe bills they can't explain
Rebecca Stewart Thorpe spoke for PNM Customers United, a Facebook group she said has nearly 1,100 members. She said the group has no evidence of wrongdoing but wants the PRC to open a formal investigation into July and August billing. The group also asked for preserved meter data, refunds where errors are found and a halt to disconnections during disputes.
Thorpe pointed to Otero County Electric Cooperative customers, who faced the same heat without the same billing complaints.
Many speakers said a missed meter reading led to a two-month bill that pushed their usage into higher-priced tiers. Terry Carroll held up a chart showing one bill more than three times his usual amount. He said he paid $1,000 of a bill over $1,700 and refused to pay the rest.
Kelly and James Metcalf, a one-income family with five children, received a $1,949.26 bill on Sept. 17 for 62 days. The same period last year cost about $506, they said. James Metcalf later asked whether customers will be refunded.
Others described bills rising even after they cut usage. Johnny Martin, 74, said he spent $12,000 on a new air conditioner and upgraded appliances, yet has had four straight bills over $400. He said he waited on hold for 30 minutes and never reached anyone.
Frank Guerrero, 73, said his bill jumped from about $70 to $172. He spoke for a friend caring for his wife, who is dying of cancer, and received a $700 bill.
A couple who live where Tularosa Creek meets Highway 54 said PNM crews replacing poles shut off their solar system and never switched it back on. Their usual $16 bill became $256.
Tina Martinez, a board member at Love INC, said the charity runs PNM's Good Neighbor assistance program locally. It can help only 15 households a month, at $175 each, she said, while PNM's local office keeps sending people there.
Several residents, including Paul Sanchez, called for an independent company to test a large sample of meters. Some described new digital meters that flash, go blank or show all eights.
Not everyone was hit. Tanya Burns and Greg Gutierrez said their own bills were normal while neighbors' soared. Burns also criticized state Rep. John Block, who attended, as "political theatrics" with the Nov. 3 election weeks away.
Mark Hayden of the New Mexico Department of Justice, representing Attorney General Raúl Torrez, said the office has received about 30 complaints. He said the department met with PNM and will stay involved until the billing issues are resolved.
What customers can do now
PRC staff said PNM has told them it suspended disconnections and late fees for affected customers and is offering payment arrangements. Staff asked anyone who receives a disconnection threat to report it to the PRC.
PNM billing staff and meter specialists worked with residents at a table in the back of the room during the meeting.
Customers who cannot resolve a bill with PNM can file an informal complaint with the PRC's customer relations division, then a formal complaint if that fails. The PRC can be reached through its website, by phone at 1-888-427-5772, or by mail at 142 W. Palace Ave., Santa Fe.
Staff said estimated bills may still be corrected on later statements. Residents can also comment at the commission's open meetings, including one planned in Las Cruces in October. The coverage continues by Alamogordo Town News and KALHRadio.org
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