Also I think when happen the character is in fact the real neighbor, so until I can fixed you can play assuming that the call confirm that they are the real ones even if is'nt show the text.
The reason it's because the game check if the characters are in home or not first, so if the character is in home the bug won't happen cause it show the text, the bug seems to happen just when the character is not in the list and it's not in home and when that happen neither doppelganger can be that charcater without any appearence change or something wrong in the documents.
And the reason why the bug it's so sneaky is because only happen sometimes so I can't find any pattern in it.