‘Close all Zerodha accounts. They’re not …’ The ‘buyer message’ that got CEO Nithin Kamath and his team get into immediate action

A compliance mandate requiring a buyer to “Close all Zerodha accounts” as they’re “not a trusted broker” prompted an unexpectedly swift response from CEO Nithin Kamath, showcasing the $2 billion fintech firm’s strategy to buyer considerations.
Bengaluru product supervisor Sachin Jha obtained the ultimatum when his spouse joined a world funding financial institution that categorized Zerodha as untrusted resulting from its lack of bodily banking presence. Reluctant to go away the platform he admired for its consumer expertise, Jha despatched what he described as a “last-ditch email” to Kamath, anticipating no reply.
Within ten minutes, Kamath personally responded, triggering a complete action plan from his team. They instantly acknowledged the institutional belief hole, outlined steps being taken with banks to handle compliance points, and requested Jha’s help to ascertain direct communication with his spouse’s employer.
“I still closed my account,” Jha admitted in his LinkedIn publish detailing the expertise, “But they won my trust for life.”
The incident highlights a persistent problem for digital-first monetary platforms like Zerodha, which has efficiently scaled by means of its streamlined on-line mannequin whereas going through credibility boundaries in conventional banking environments. Kamath has beforehand acknowledged this rigidity publicly, noting that whereas digital platforms excel for buying and selling companies, “a physical presence is crucial” for broader monetary companies credibility.
Rather than pursuing a banking license—which Kamath has prevented citing regulatory dangers—Zerodha continues increasing by means of strategic partnerships whereas sustaining its deal with operational effectivity.
The firm’s response illustrates how buyer suggestions can drive strategic priorities, with Jha noting that the expertise supplied “a $2 billion lesson in customer obsession” by means of Zerodha’s speedy acknowledgment, action planning, and clear communication about institutional challenges.