That is because verizon does not offer you the ability to chat with a real human. Your only option is to chat with an automated system, so basically it is worthless. Welcome to customer-no-service of verizon!
You should research before answering or commenting on something! Yes, you absolutely can chat with a human being in the Verizon My Fios app, and I speak from experience! To those that would like a correct answer, the beginning of the chat process begins with an automated Verizon assistant so that it can determine which dept specifically you need to communicate with and then it connects you to a representative from that dept.