After failed Direct Debit payment the customer is being charged again - we want to stop any retries after 1st failed one!

After more than 10 emails speaking to GoCardless and QuickBooks this is still not solve, for last few months QuickBooks is making extra retries to charge unpaid bill. We do not want them to charge again our customer after first failed attempt! GoCarldless confirmed is not their paltfrorm who is initiating this matter. And QuickBooks customer support went silent on emails at all. This is rediculous!