IIRC, Levison could give them access to an individual customer’s data and in fact had done so for law enforcement in the past. Although he wasn’t able to do it in real time.
The people he dealt with this time (if I’m guessing, being pressured and backed by higher ups because of Snowden), weren’t interested in setting up the process and getting one individual’s data. They wanted it all and they wanted it now. And since they had the power to work the system against him, they did. It likely would have worked better for them, and faster, if they had worked with Levinson, but they apparently felt like they shouldn’t have to because, um, justice?
