Welcome to the forums, you're talking to other customers here.
There are lots of reasons why an organization the size of Verizon with millions of customers doesn't do email support. If you look around, you'll see that many other similar large service companies don't use email either (Comcast, Amazon, Google, ...)
The real issue isn't the channel used to reach support but how effective each conversation with support is for the customer. If your complaint is with the quality of the support you've received, I doubt using email instead of chat or phone would change that.