Man Writes To Zerodha’s Nithin Kamath Expecting No Reply – What Happened Next Left Him Impressed

Zerodha founder Nithin Kamath has caught social media’s attention with his prompt response to a customer forced to shut his account on the trading platform due to a compliance requirement. The incident was shared on LinkedIn by Bengaluru-based Sachin Jha.

Jha was asked to close his Zerodha account due to a compliance mandate from his wife’s new employer, a global investment bank.

The bank categorised Zerodha as "untrusted" due to the absence of physical branches, unlike traditional financial institutions. While disappointed, Jha decided to send a last email to Kamath, expecting no reply.

To his surprise, Kamath responded in a few minutes. 

Recounting his experience on LinkedIn, Jha wrote, “Emailed CEO Nithin Kamath, expecting silence. To my surprise, he replied in just 10 minutes.”

Kamath not only acknowledged the concern but also took immediate action.

Zerodha’s team quickly investigated the issue and assured Jha they were working on a resolution. They even sought Jha’s assistance in establishing a compliance partnership with his wife’s employer.

Jha wrote, “The response that followed gave me a $2B lesson in customer obsession. Nithin’s team: Immediately acknowledged the gap (“We’re fixing this with banks”). Asked for my workplace to partner directly with compliance. Shared their plan to bridge trust with institutions. I still closed my account, but ‘They won my trust for life’.”

Kamath has previously acknowledged that digital-first platforms like Zerodha face challenges in gaining institutional trust compared to traditional financial institutions with physical branches. 

While Zerodha's co-founder believes digital platforms are highly efficient for trading and retail transactions, he admitted that physical infrastructure remains essential for services like lending and wealth management.

However, Zerodha has no plans to apply for a banking licence, citing regulatory risks as a significant hurdle. Instead, the company is focusing on expanding its services through strategic partnerships.

Founded in 2010, Zerodha is among the pioneers in India’s online stock broking segment.