Alamogordo, N.M. – On Thursday, PNM officials hosted a public meeting at the Inkwell Innovation Center to address concerns from nearly 140 local customers about unusually high electric bills. The utility emphasized its commitment to meeting customers where they are, offering one‑on‑one reviews of statements and information about assistance programs.
Billing error discovered by local nonprofit
Among the attendees was Tresa VanWinkle, director of CAPPED, a local cancer‑support nonprofit. The organization received a July electric bill for $3,636.38, prompting immediate worry that the nonprofit might have to shut its doors. After speaking with PNM staff member Cassandra, VanWinkle was told there was “something terribly wrong” with the bill.
PNM’s review uncovered a simple typographical mistake that added roughly $3,000 to the charge. VanWinkle said the discovery brought her to tears, as the error had placed the nonprofit’s future in jeopardy for more than three weeks.
Utility offers assistance and resources
PNM spokesperson Eric Chavez explained that the meeting was part of a broader effort to provide direct assistance. “We have opportunities for folks to come in, ask questions about their bill, have a representative look directly at their bill, and also provide assistance,” he said.
Customers who could not attend were given a dedicated phone line (844‑378‑5792) and email address ([email protected]) for follow‑up questions. The utility also highlighted its Good Neighbor Fund, which can help eligible households with payment arrangements and other relief options.
Calls for greater accountability
While VanWinkle expressed relief that the error was corrected, she urged PNM to adopt more rigorous oversight. “They need to be diligent, and when people keep telling them there’s a problem, they need to have a team look over those bills,” she said. VanWinkle noted that the nonprofit had agonized over the potential closure for 20 days, a situation she believes should never have occurred.
PNM also announced that recent staffing gaps among meter readers, which had contributed to earlier service disruptions, have now been filled. The company said it is working to prevent similar billing issues in the future.
Community impact
The meeting reflects a growing trend of utilities engaging directly with customers to address cost concerns, especially in regions where energy prices have risen sharply. For Alamogordo residents, the opportunity to discuss bills face‑to‑face provided transparency and a path toward financial relief.
Local leaders and community groups are watching the outcome closely, hoping that continued dialogue will lead to more stable rates and stronger consumer protections.
Original reporting: KOAT Albuquerque — read the source article.
