Hello @JonRuhi,
Since your customer isn't automatically charged even after following the discussion here, I'd recommend contacting our Merchant Services Team. They have the tools to pull up your account and investigate further the root cause of this unexpected behavior.
That being said, let me share with you this article for the steps in contacting our dedicated support depending on your QuickBooks product: Contact Payments Support.
Additionally, you can also browse for the content of this helpful article for references you can use while working with your payments account: QuickBooks Payments FAQ.
If there's anything else that I can help you with, please let me know in the comments below. Stay safe!
