I would find a new payroll provider AND a new record keeper.
If the match is calculated on a payroll basis, we do not check the accuracy of it when we get the client's numbers. It's just too difficult to do. We would need from 24 to 52 (depending on pay periods) separate payrolls with comp, deferrals and deferral %'s/$'s requested by the participants. We usually just go with the ER's figures, but put in the letter that we are relying on them.
However, we do a reasonableness check. For example, if the match is dollar-for-dollar up to 4% of pay, anyone over $10,800 in match for 2017 was probably not stopped at the comp limit.
Some RK's just roll with anything, and I mean ANYTHING, the client gives them and just spit out a report that contains the data. Very little, if any, analysis is done.
Yet another reason to use a competent TPA (like me!).
If the r/k is not responsible for doing the compliance testing, I don't see why they would vet the data. Heck, you wanna give Susie McGillicutty $26,431.28 in match? Sure. Go ahead.
The payroll vendor SHOULD be able to put in the compensation cap. They probably know this and forgot, but they are blaming the client for not telling them to do so...
How long has this been going on?