Public commenter alleges recurring NV Energy billing errors; PUC accepts staff recommendation on complaint 5A

Chair Haley Williamson opened the Public Utilities Commission of Nevada meeting and the commission moved through a set of staff and hearing items Monday before taking public comment tied to agenda item 5A.

A public commenter identified in the record as Mr. Salmon said his "complaint in item 5A arose out of credit card billing that was not being done appropriately by the Utility NV Energy." He told the commission he had tried to resolve the matter with customer service and several named NV Energy staff without success and that the issue had persisted for about a year and a half. "I even went as high and I want to name names so that you guys are aware," the commenter said, listing multiple NV Energy employees and saying he ultimately filed a PUC complaint and asked that Consumer Complaint Division staff follow up.

Mr. Salmon asked the commission to investigate whether the errors occur only with certain payment methods, to require NV Energy to provide proof the problem has been resolved, to confirm staff training steps, and to "provide some type of verification that my account isn't flagged because I spoke out against NV Energy" and to consider compensation for affected customers. He characterized the pattern as "habitual and chronic." The transcript shows Consumer Complaint Division staff (Ms. Scott, Ms. Kager and Ms. Hernandez) were present in Las Vegas and the chair invited them to speak with the commenter after his remarks.

Commissioner Cordova asked to pull staff item 5A earlier in the meeting for comment and said she supported staff's recommendation on the specific complaint while signaling broader concern about Nevada Power and Sierra Pacific customer service and the vendors they use. She told the commission she had set a workshop for August 21 to examine Nevada Power's use of Speedpay and related customer-service metrics.

After brief discussion the Commission voted to accept staff recommendations and issue the appropriate order on agenda item 5A. The motion carried by voice vote.

The meeting record shows no further on-the-record response from NV Energy during the session; Consumer Complaint Division representatives were identified as available to speak with the commenter after the hearing. The Commission's action on 5A accepted staff recommendations rather than issuing a new penalty or a directive to award compensation; Mr. Salmon's requests for verification of remediation and training will be processed through the Commission's consumer complaint procedures and the docket noted for further workshop review in August.