A Bengaluru-based product manager, Sachin Jha, had no choice but to shut down his Zerodha account after his wife, who recently joined an investment bank, issued a firm directive. The bank required them to move funds to a listed financial institution, citing concerns over Zerodha’s lack of a physical banking presence, unlike Kotak or ICICI.

Though disappointed, Jha followed the mandate. However, he took a bold step—sending an email to Zerodha CEO Nithin Kamath. Expecting no response, he was astonished when Kamath replied within 10 minutes. Kamath acknowledged the issue, stating, “We’re fixing this with banks”, and connected Jha with the sales team to explore compliance partnerships.

Jha described this as a “$2 billion lesson in customer obsession”, praising Zerodha’s speed and adaptability. Despite ultimately closing his account, he admitted the interaction won his trust for life.

His LinkedIn post highlighted key business insights from the exchange:

  • User feedback is invaluable – Every complaint offers a growth opportunity.

  • Responsiveness builds loyalty – Quick replies convert skeptics into believers.

  • Companies should adapt to users – Zerodha’s approach focused on traders’ needs, not just industry norms.

    • Even as Jha parted ways with Zerodha, the fintech firm showcased why it remains a trusted name in online trading.