You have to fight with them a little.I had a cousin who died in WWII and was awarded the Navy Cross.I wanted copy of citation and any other information.They said no because I was not NOK.
I wrote again and told them all family members were deceased and I was it...an 8th cousin.I told them I was family genealogist, especially interested soldiers, and wanted to add his info to our history and for inclusion in HomeOfHeroes website and for no nefarious reasons.
I told them, if necessary, I would send them complete family military history, beginning with the French-Indian War...with primary sources. After a few letters back and forth, I got the citation and 2 photos of him!!!I was delighted!
In your letter state you want records under the Freedom of Information Act.Another poster told me that if I got no satisfaction, I should write my Congressman for help.