pretty sure i found what i need... Pennsylvania Department of Banking.
i think i have an idea of what was going on. she was required to have insurance on the house for the home equity loan. she had insurance but was sold insurance by the credit union as well. they claimed they had no idea she had the other insurance (at first) and then claims that it was a clerical error that the wrong information was entered resulting in forced insurance sold by the credit union or whoever they are hooked up with. it's sort of odd since my sister has a receipt where the credit union drafted a payment to my sister's insurance company in 2009...but they were not aware she had her own insurance insurance.
since the insurance issue arose after she actually got the loan (or had the equity line raised or simply made the agreement to hold money in escrow for taxes...not sure), the money to pay the credit union sponsored insurance was taken from the escrow funds which resulted in a shortage of funds to pay the taxes. they told her that even though it was a clerical error on their part, she was as much at fault for not recognizing it since last year.
that was issue one. issue two is a letter she got today claiming she needed to pay $300-$400 for insurance because they require it for her home equity line of credit??? she has insurance...she now has two policies for goodness sakes! they now want her to have another? they somehow don't know that not only does she have the policy they sold her, but her other insurance as well? that money was going to come out of her escrow as well!
i dealt with this credit union for over a decade until they denied me a loan for $1000 to buy a car. i had no problem with the denial, but the lady who wrote my application told me on a Tuesday that she would have a decision on the loan by the following Monday. when i called on Monday, they told me the lady i dealt with was on vacation all that week??? like she didn't know she was going on vacation... i then withdrew my saving and checking funds to the minimum required to maintain an account and made them send me a statement every month for several years.
long story short, my sister has demanded satisfaction by noon on Wednesday or she will seek damages in court. i think she also needs to file a complaint with the Department of Banking.