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Helping customers through these difficult times.

We know that the impact of the coronavirus on our lives continues to change with each passing day. First and foremost, we care about you, and providing safe and reliable power to your homes and businesses is our highest priority. We are taking every precaution to ensure reliable power while taking care of our employees who are working tirelessly to keep the lights on. We are here to help any of our neighbors and friends if they face financial hardships during this time.

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PNM COVID Customer Relief Programs

New Mexico is a place we live, work, and raise our families. The new PNM COVID Customer Relief Programs are designed to deliver immediate assistance for residential, small businesses, and nonprofit PNM customers who are behind on their bill, lend a helping hand getting their account in better status, help avoid an interruption of electric service down the road, and bring a sigh of relief when they are facing a large past due balance on their PNM bill.

PNM Residential Customers

People are the core of our business and our communities. We care about you and know that many families are still struggling to make ends meet due to loss of income and other struggles during the pandemic. We are committed to providing you with all the financial assistance available to you so you can keep your home and lives powered.

To qualify, you must:

  • Be income qualified. The current income in your household must be within the following net income guidelines:
    • Household size of 1 person = $2,659 monthly household income
    • Household size of 2 person = $3,574 monthly household income
    • Household size of 3 person = $4,525 monthly household income
    • Household size of 4 person = $5,459 monthly household income
    • Household size of 5 person = $6,392 monthly household income
    • Household size of 6 person = $7,325 monthly household income
    • Household size of 7 person = $8,259 monthly household income
    • Household size of 8 person = $9,192 monthly household income
  • Verification of household income
  • Copies of IDs for all household members
  • Income qualified residential customers must pay at least 25% of past due balance (if not able to pay that percentage, please contact us for how we may be able to help)
  • Will be required to enter a payment arrangement for any remaining past due balance
  • No Low Income Home Energy Assistance Program (LIHEAP) approval is necessary
  • Only eligible with account balances past-due 31+ days
  • Concurrently receiving PNM COVID Customer Relief Fund assistance, PNM Good Neighbor Fund assistance is permitted
  • PNM COVID Customer Relief is a one-time assistance program, the PNM Good Neighbor Fund assistance will continue to be a yearly offering
  • PNM COVID Customer Relief Fund credit available is between $50-$200 per income eligible residential customer
  • PNM Good Neighbor Fund credit available is $150 per income eligible residential customer
  • Deadline to apply is November 15, 2021.

To apply, residential customers should call PNM at 855-364-2950 Monday – Friday 7:30 AM – 6 PM.

PNM Small Business Customers

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We know small businesses and nonprofits are the backbone of communities across New Mexico. We care about small businesses that are still struggling during this pandemic, want to ensure you have the power you need for your business, and are here to provide some financial help.

To qualify, you must be:

  • Registered with the New Mexico Secretary of State
  • Be a small business customer with 50 or fewer employees or a 501(c)3 nonprofit
  • Locally owned and non-franchised in New Mexico
  • Restaurant, retail, hospitality, leisure, entertainment, service industries required
  • An active, non-residential PNM electric customer for the past 6 months
  • Experiencing financial hardships due to COVID-19, with account 31+ days past due
  • Small business customers must pay at least 25% of past due balance
  • Required to enter a payment arrangement for the remaining past due balance
  • Credit available is $500 per eligible small business customer
  • Deadline to apply is November 15, 2021
  • Small business customers must be 2A or 2B customers. This information is located on your PNM bill on the second page toward the middle of the top of the page. This will be verified with your application.

Small business customers may apply online now by clicking here.

Covid-biz

Financial assistance for both residential and small business customers are first come, first serve and are only available while funds last. PNM is also expanding more flexible payment arrangement options for customers to pay over 12 months. For payment plans, contact PNM at 888-DIAL-PNM Monday-Friday from 7:30 AM – 6 PM to work out a plan that works for you.

PNM already provides year round assistance to customers and the community, and this year alone has provided more than $320,000 through the PNM Good Neighbor Fund to low-income customers; $730,000 from PNM Resources Foundation Vision grants; $117,000 in employee matching and volunteer grants; and $250,000 in PNM sponsorships that went toward education, economic vitality, the environment, social justice initiatives, and pandemic support.


Emergency Assistance for Renters

PNM is proud to support another financial assistance opportunity, the Emergency Rental Assistance program, which is now available to renters who are experiencing financial hardship due to the COVID-19 outbreak. The State of New Mexico is helping renters pay their rent and utilities through this program. This assistance is available for those obligated to pay rent on a residential dwelling and can demonstrate current primary residence in New Mexico. Funding may include rent, electric bills, gas bills, water and sewer, trash removal, and other expenses related to housing costs such as hotel/motel costs.

Applications are being accepted April 5 through August 31, 2021. To apply, you will need a government issued ID, income tax, paystub, lease or rental agreement, your utility bills, and if applicable, your eviction notice or notice of unemployment benefits from the New Mexico Department of Workforce Solutions. Rental Assistance is capped at 15 months of assistance, which is dependent on the individual’s situation. Rental Assistance may be dispersed in 3-month increments and depending on the individual’s situation, an opportunity to receive additional assistance after submission of updated documents and further review. Priority will be placed on paying past-due or rent in arrears before any other assistance. Restrictions are dependent on the individual’s request and personal situation. For a complete list of eligibility requirements and to apply for the Emergency Rental Assistance program, visit RENTHELPNM.org. You may also call the State of New Mexico Emergency Renters Assistance Program directly at 1-833-485-1334 for more information. Paper applications can be sent to the State of New Mexico Department of Finance Authority at the following address: Attention ERAP; 407 Galisteo; Santa Fe, New Mexico 87503.

PNM is a proud supporter of this program and encourages customers to apply, however, this is not a PNM program. PNM will not be accepting applications directly from customers. Please do not send applications for this program to PNM, they will not be accepted or returned.


Other Bill Support

We have other programs to provide relief catching up on your bill, including the PNM Good Neighbor Fund. We will also work with you to establish a more flexible payment arrangement option for customers to now pay over 12 months, so you do not have to worry about bringing your account current with just one payment. For more information, visit PNM.com/billhelp.

The biggest help is to apply for assistance through the Department of Human Services for Low Income Home Energy Assistance Program (LIHEAP). Once approved for LIHEAP, you can contact the PNM Good Neighbor Fund directly at 844-378-5792 or call us directly at 888-DIAL-PNM for additional financial assistance of up to $150 toward your bill. If you don't qualify for low income assistance, we encourage you to still contact us at 888-DIAL-PNM to discuss payment arrangements to help during any possible financial hardship.


Making payments

Our payments centers are closed at this time. We ask that you use one of our other convenient self-service options in order to keep our employees and yourself healthy. You can pay online at PNM.com/pay or by calling KUBRA EZ-PAY® payment services for PNM at 1-844-PNM-PYMT (844-766-7968).

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At PNM, we value our relationship with you, and your health and safety are important to us. As we all continue to navigate life in our communities, there are some very important steps we can take to keep each other safe:

COVID-19 Safety Checklist

Stay home

Staying home is the best way to prevent the spread of COVID-19. Avoid travel and stay inside as much as possible, only going out when necessary. Take advantage of delivery and curbside services, and if you need to get out, stay at least six feet away from others and wear a mask. 

Get tested/Answer the call

Getting tested at one of the many sites around New Mexico can protect yourself and others. Whether you have symptoms or not, testing is free and can help save lives. 

If you test positive for COVID, you will receive a phone call from a New Mexico Department of Health contact tracer, and it is imperative you answer. Your information is not disclosed to anyone and is used solely for protecting people close to you.  

Isolate to protect others

If you test positive for COVID-19, stay home. The New Mexico Department of Health can get you in touch with medical support, if needed. If you have multiple people in your house, consider isolating yourself in an area of your house and use a separate bathroom if possible. 

Information on financial help

The pandemic has taken a huge financial toll, but help is available. If you are a resident and you are struggling to pay bills and support your family, or if you own a business that has been affected by COVID, there are programs that may help ease the financial stress you are feeling. Below is information to help you navigate the resources available to you.

New Mexico COVID-Relief Bill (passed and signed Nov. 25, 2020)

  • $100 million for small business grants to be handled by the New Mexico Finance Authority
  • $15 million for housing assistance
  • $10 million for contact tracing, testing, and vaccine distribution
  • $5 million in direct assistance to low-income residents that didn’t receive a stimulus payment from the federal government this year
  • $1,200 (one-time) benefit for any New Mexican that claimed unemployment

Resources to support those who may be challenged by financial hardship, housing, utility and telecom bills, childcare needs, food, health, unemployment, and employer assistance. www.newmexico.gov/i-need-assistance

Red to Green: County-by-County Framework https://cv.nmhealth.org/public-health-orders-and-executive-orders/red-to-green/

https://cvprovider.nmhealth.org/public-dashboard.html

COVID-19 Screening and Testing Sites

https://cvprovider.nmhealth.org/directory.html

Hotlines

  • Senior Food Hotline: 1-800-432-2080
  • Ombudsman Office- request communication device for loved one in a facility: 1-866-451-2901
  • Medicaid, Medicare, Disability Waiver Services: 1-800-432-2080
  • Report Abuse, Neglect or Exploitation: 1-866-654-3219
  • NM Crisis/ACCESS Line: Emotional Crisis, Mental Health, or Substance Abuse: 1-855-662-7474
  • Grandparents raising Grandchildren Resources: 1-800-432-2080
  • Coronavirus Hotline: 1-855-600-3453
  • For non-health related COVID-19 questions: 1-833-551-0518
  • If an eviction notice was received: 1-833-551-0518
  • Senior Food Hotline: 1-800-432-2080
  • National Domestic Violence Hotline: 1-800-799-SAFE (7233)
  • UNM Mental Health: 505-272-2800
  • Alcoholics Anonymous: 505-266-1900
  • AGORA NM Crisis Center: 505-277-3013
  • Domestic Violence Hotline: 1-800-773-3645
  • Child Abuse Hotline: 505-841-6100
  • Adult Protective Services: 1-866-654-3219 or 1-505-476-4912
  • City of Albuquerque Senior Information Line: 505-764-6400
  • National Suicide Prevention Lifeline: Dial (988)
  • NM Unemployment: 1-877-664-6984
  • Childcare assistance: 1-800-691-9067

Housing, Rental, Utility Assistance:

Assistance with an eviction proceeding:

  • New Mexico Legal Aid: 833-LGL HELP (833-545-4357)
  • Senior Citizens Law Office: (505) 265-2300, (Serves residents of Bernalillo, Sandoval, Valencia and Torrance counties who are 60 or older.)
  • Legal Resources for the Elderly Program: 800-876-6657 statewide;
  • 505-797-6005 in Albuquerque, (Statewide free legal helpline for NM residents 55 and older.)

Homelessness During the Pandemic:

Jobs and Apprenticeships


Children, Families and Schools

Protecting Yourself 

Beware of scams

Please be on the lookout for scams. PNM is aware that scammers are reaching out to customers pretending to be PNM, claiming you are behind on your bill, and are scaring customers into thinking your power will be turned off within an hour unless you pay with a pre-paid gift card. PNM has a responsibility to notify customers about past due balances and does sometimes reach out to customers, but PNM would never ask customers to pay with a pre-paid gift card. PNM notifies customers of the balance, offers assistance programs, encourages customers to verify their balance on their own, and customers can pay using an option they feel most comfortable. Prepaid gift cards are never part of the conversation, and if they are, PNM encourages customers to hang-up and report the scam. Visit PNM.com/scam-calls for more information.


Contact PNM

  • 1-888-DIAL-PNM (1-888-342-5766) Monday through Friday from 7:30 AM – 6 PM
  • PNM.com
  • Chat live with a representative at PNM.com/contact-us and look for the “Live Chat” icon at the top right of the webpage
  • Email us at: PNMCustomerService@pnm.com

We will get through this together. Many thanks to you and our PNM family for staying healthy and united.