Bengaluru Techie’s Email to Zerodha CEO Gets a Rapid Response

When Sachin Jha’s wife joined a global investment bank, he didn’t expect it to force him to close his Zerodha account. But corporate compliance policies were clear and non-negotiable:

“Close all Zerodha accounts. They’re not a ‘trusted broker.’”

The issue? Zerodha lacked a physical bank tag, which triggered red flags in the bank’s compliance framework.

Jha, a Bengaluru-based product manager, wasn’t ready to leave without a final attempt. Out of curiosity more than hope, he sent an email to Zerodha CEO Nithin Kamath.

To his surprise, Kamath responded in just ten minutes—not with a generic reply, but with immediate action.

A Lesson in Customer-Centricity

As a self-professed product marketing nerd, Jha had always admired Zerodha’s seamless user interface. However, corporate mandates left no room for personal preferences. Still, he decided to reach out, expecting silence.

Instead, Kamath’s team swiftly took action:

• Acknowledging the compliance issue: “We’re working with banks to resolve this.”

• Requesting Jha’s assistance in connecting with his wife’s employer to explore a compliance partnership.

• Sharing Zerodha’s roadmap for building institutional trust—a key area of focus.

Despite these efforts, Jha ultimately closed his account. Yet, he walked away with something unexpected: lifelong trust in Zerodha.

The Double-Edged Sword of Digital-Only Finance

Zerodha’s digital-first model has been both a strength and a challenge. While it has enabled rapid growth and operational efficiency, the lack of physical infrastructure raises concerns in traditional financial circles.

Kamath has openly acknowledged this gap. While digital platforms are effective for trading and small-value transactions, a physical presence is often essential for financial advisory, lending, and institutional credibility.

However, Zerodha has no plans to pursue a banking license. Kamath has cited regulatory risks as a major deterrent. Instead, the brokerage is expanding through strategic partnerships—such as its collaboration with Smallcase—and focusing on refining its core operations.

Jha may have closed his Zerodha account, but his experience highlights what true customer obsession looks like at a $2 billion company.