Sprint Nextel sues wireless data brokers

Four companies are accused of having employees pose as customers seeking information about their own accounts to access logs.

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[Razzl]

Again, where's the internal security?

These people can't successfully "pose" as customers unless: 1. There's no internal security filter in place for customer service to weed out fakes, such as password or ssn info; or 2. the employees of said company are in possession of such confidential information and use it fraudulently, in which case they have criminal liability issues. So which is it?